IT Specialist

JOB TITLE: IT Support Specialist LOCATION: Irvine, CA (Onsite)

SCHEDULE: 8:00 AM – 5:00 PM

DURATION: 4-month initial contract PAY: 38-43 USD per hour Job Responsibilities In this role, you will provide Tier 1 / Tier 2 end-user support and contribute to reliable IT service delivery across the organization. Key responsibilities include: Providing technical support for end users across hardware, software, access, and collaboration tools. Troubleshooting and resolving incidents related to laptops, desktops, and mobile devices; conferencing systems and collaboration platforms; VPN connectivity and remote access issues; core business applications and IT services. Supporting user onboarding and offboarding activities, including device provisioning and configuration, account setup and access management, and equipment returns and lifecycle processes. Managing IT support requests through the ITSM platform, ensuring accurate documentation and timely resolution. Partnering with Digital Workplace, Security, and Infrastructure teams to escalate issues and drive resolution. Supporting continuous improvement initiatives by identifying recurring issues and recommending process enhancements. Providing Tier 1 / Tier 2 technical support for IT incidents and service requests. Diagnosing, troubleshooting, and resolving hardware, software, and connectivity issues across Windows and macOS environments. Assisting with user account management and access requests, including MFA resets, group access, and application permissions. Maintaining accurate and complete ticket documentation, including troubleshooting steps, status updates, and resolution details. Ensuring timely communication with users regarding ticket progress, expectations, and resolution timelines. Escalating complex technical issues to appropriate resolver teams with detailed troubleshooting information and business impact. Supporting endpoint management processes, including device deployment, inventory updates, refresh cycles, and asset returns. Assisting with maintaining knowledge base documentation and self-service resources. Identifying opportunities for automation, process improvements, and reduction of recurring support issues. Following established IT processes, procedures, and service level agreements (SLAs). Supporting both onsite and remote employees with a customer‑focused approach. Maintaining a high level of professionalism, ownership, and attention to detail when handling user requests. Knowledge & Skills Strong troubleshooting skills across Windows and macOS operating systems. Experience supporting laptops, desktops, mobile devices, conferencing tools, and enterprise applications. Familiarity with identity and endpoint management tools, including Google Workspace, Okta and/or Azure Active Directory, Microsoft Intune, JAMF, and VPN clients. Experience working with IT Service Management (ITSM) platforms such as ServiceNow or Jira Service Management. Strong customer service mindset with excellent written and verbal communication skills. Ability to manage multiple tickets, prioritize workload, and meet SLA expectations. Understanding of ITIL fundamentals, including incident management, request fulfillment, escalation processes, and knowledge management. Strong organizational, analytical, and problem‑solving skills. Ability to work effectively in a fast‑paced, growing environment. Strong attention to detail with a process‑driven mindset. Ability to collaborate effectively with cross‑functional teams and technical stakeholders. Commitment to maintaining accurate documentation and following established IT procedures. Education & Experience 2–4 years of experience in IT support, service desk, desktop support, or end‑user computing roles. Experience supporting enterprise users in onsite and remote environments. Hands‑on experience with endpoint provisioning, user access management, and IT operations processes. Familiarity with cloud‑based productivity platforms and enterprise identity solutions preferred. ITIL certification or related IT service management training is a plus. #J-18808-Ljbffr Hydrogen UK Ltd